Try our new research platform with insights from 80,000+ expert users

Genesys Cloud CX vs Salesforce comparison

Genesys and Salesforce are both solutions in the Customer Experience Management category. Genesys is ranked #6 with an average rating of 8.6, while Salesforce is ranked #3 with an average rating of 7.9. Genesys holds a 7.1% mindshare in CEM, compared to Salesforce’s 6.0% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 88% of Salesforce users who would recommend it.
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 191 Views
  • 140 Comparison Views
100% willing to recommend
Salesforce
Read 36 Salesforce reviews
  • 206 Views
  • 113 Comparison Views
88% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive Summary
We performed a comparison between Genesys Cloud CX and Salesforce based on real PeerSpot user reviews.

Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Genesys Cloud CX vs. Salesforce Report (Updated: January 2025).
Buyer's Guide
Genesys Cloud CX vs. Salesforce
January 2025
Download the complete report
Helped 832,138 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Genesys Cloud CX
Ranking in Customer Experience Management
6th
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (2nd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)
Salesforce
Ranking in Customer Experience Management
3rd
Average Rating
8.0
Number of Reviews
36
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 7.1%, up from 2.4% compared to the previous year. The mindshare of Salesforce is 6.0%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
Read full review
Marco Annoni - PeerSpot reviewer
Offers various aspects like process improvement, control, performance evaluation and more
The reporting parts and knowledge capabilities of Salesforce have helped us make more informed business decisions. Because when we have a clear picture of the current activity, we can have a better view of the project. Today, everything is going fast. So, if we have a system that helps us collect information quickly, it's a big value for employees. Moreover, Salesforce's customization options have allowed us to tailor the platform to our unique business. For example, if we're from a pharmaceutical company and we produce different products for different divisions, we need different layouts. Each division has unique needs and processes, requiring distinct data points and functionalities. For example, capturing ingredient details for production might be simpler compared to tracking final product information, which also involves recipient and packaging considerations. Putting this kind of information into the system requires a tailor-made program, which can be expensive.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."
"The latest version and updates have been great. It really has everything we need."
"Genesys Cloud is an excellent platform."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"Genesys is brilliant concerning stability."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"The stability is really good."
More Genesys Cloud CX pros
"We have our offers in one place, which allows us to see what offers we have provided to our customers."
"This automation has been incredibly beneficial, reducing our workload and time spent."
"The most valuable feature for me in Salesforce is the reporting functionality."
"We use the solution to map the sales pipeline and see how it is going and where it is pending."
"Salesforce works well with Talend."
"We use Salesforce as a CRM, and sales-related activities like order management are done through Salesforce."
"The reporting parts and knowledge capabilities of Salesforce have helped us make more informed business decisions. Because when we have a clear picture of the current activity, we can have a better view of the project. Today, everything is going fast. So, if we have a system that helps us collect information quickly, it's a big value for employees."
"One of the most impactful Salesforce features for business efficiency currently is its ability to ensure customer risk assessment throughout the sales process."
More Salesforce pros
 

Cons

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"AI still needs improvement when it comes to predictive engagement."
"Their WFM product is still pretty immature."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"The cost needs to be improved, and it should be easier to integrate."
More Genesys Cloud CX cons
"There's potential for further improvements to enhance the complexity of processes, especially for B2B evaluations and detailed negotiations."
"One significant challenge is that the customized code by the consultant is not provided to us. This code is required for any changes, and we have to rely on the consultant for modifications."
"Salesforce's UI design is old and slow."
"My customers wanted to see more analysis, like integration with another system or a third-party system."
"Our customers wants more enterprise-level capabilities. Currently, we specialize in Salesforce, but many customers want us to support other platforms like SAP."
"More understanding from the business standpoint will help Salesforce."
"The interface is not self-explanatory."
"Salesforce could provide more alerts and more notifications."
More Salesforce cons
 

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."
"The pricing is a bit expensive."
"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."
"I rate Genesys Cloud CX's pricing a one out of ten."
"Salesforce is an expensive solution."
"The modules are too expensive."
"It's a bit expensive compared to others."
"I looked at Salesforce for mobility purposes about five years ago, and the pricing was fairly competitive for mobile implementations at that time."
"The product is neither expensive nor cheap."
"I rate the product's price a six on a scale of one to ten, where one is extremely cheap, and ten is very expensive."
"Though Salesforce is more expensive than the other products on the market, it does provide you with more functionalities."
"Salesforce is overpriced."
More Salesforce pricing and cost advice
report
See which vendors are best for you
Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.
See recommendations
832,138 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
22%
Computer Software Company
11%
Financial Services Firm
11%
Manufacturing Company
7%
Financial Services Firm
18%
Educational Organization
12%
Computer Software Company
12%
Comms Service Provider
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
See all answers
What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
See all answers
What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
See all answers
What do you like most about Salesforce?
The solution's analytics reporting features are quite good.
See all answers
What is your experience regarding pricing and costs for Salesforce?
Pricing is something I'm not directly involved with, as I'm just looking at the data competencies and how exactly things are running.
See all answers
What needs improvement with Salesforce?
More understanding from the business standpoint will help Salesforce. It needs more maturity towards different business sectors such as retail, manufacturing, and semiconductors. It's very good for...
See all answers
 

Comparisons

Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 17% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 10% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 7% of the time
Five9 vs Genesys Cloud CX Logo
Five9 vs Genesys Cloud CX
Compared 6% of the time
Cisco Unified Contact Center Express vs Genesys Cloud CX Logo
Cisco Unified Contact Center Express vs Genesys Cloud CX
Compared 5% of the time
More Genesys Cloud CX Competitors
Anthology Engage vs Salesforce Logo
Anthology Engage vs Salesforce
Compared 43% of the time
More Salesforce Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
January 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Salesforce
January 2025
Salesforce reportDownload Salesforce product report
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
No data available
 

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels. 

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Build customer journeys on a powerful digital experience platform.
Create secure websites, portals, and apps with connected data — fast.

Salesforce
 

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
Information Not Available
Buyer's Guide
Genesys Cloud CX vs. Salesforce
January 2025
Free Report: Genesys Cloud CX vs. Salesforce
Find out what your peers are saying about Genesys Cloud CX vs. Salesforce and other solutions. Updated: January 2025.
DOWNLOAD NOW
832,138 professionals have used our research since 2012.
See our Genesys Cloud CX vs. Salesforce report.
See our list of best Customer Experience Management vendors.

We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.